How do I add to the shopping cart?
You can add to the shopping cart basket directly from the products thumbnail page or from the detailed page of a product. Next to the main image of every product there is a box titled "add to cart", within this box there will be a button which you can click on to add this item to the basket.
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How do I know my item has been added to the shopping cart?
Once you have clicked on the "add to cart" button to place the item in your shopping cart basket, your page will refresh and the item will be added to your cart. You can then locate the shopping cart basket in either side columns of the online store or the link to "Edit Cart" in the top menu navigation bar. Your items will be listed in the basket, you can also edit them further from here.
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How do I get to the checkout?
First locate the shopping cart basket in either side columns of the online store or the link to "Checkout" in the top menu navigation bar. When the link to "Checkout" is clicked on, it will take you directly to the secure checkout for completion of the purchase.
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How do I edit my items?
First locate the shopping cart basket in either side columns of the online store or the link to "Edit Cart" in the top menu navigation bar.
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How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then locate the shopping cart basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. You can then decide whether to proceed and complete the purchase.
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How do I know my order has been received?
Once an order is received, you will receive an order confirmation email to the address you entered during the sites secure checkout.
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How do I track my order? Has it been shipped?
You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar.
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My order never arrived
Please contact My Mountain via the "contact us" page if your order has not been received within the time originally stated in the checkout or what you deem to be reasonable.
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An item is missing from my shipment.
Please contact My Mountain via the "contact us" page if your order is incomplete or incorrect.
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When will my backorder arrive?
Your item will be received within the time frame recommended on the product page of the item when it was purchased. If the item is later than expected, please contact the site owner via the "contact us" page.
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How do I create an account?
In the side column of the online store you will see a members box. In this box you can click on the link to go to the secure log in or account creation page. Once you have created the account, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.
If you are a member with a discount for all purchases, you will need to log in first to ensure the discount is applied to your purchase.
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I forgot my password.
On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.
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Do you ship to my country?
To find out if we ship to your country, first fill your shopping basket and locate the shopping cart basket on the side column of this site. Within this shopping basket there is a link called "calculate shipping". Once you click on this link there is a drop down list of countries to choose from, if your country is listed then our online store will ship to you.
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What are my payment choices?
Payment options will be listed on the third page of the secure checkout. At the base of the page there will be a drop down list to choose your preferred method.
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When will my order ship and what are my shipping charges?
First add the items to your cart you wish to find shipping costs for, then locate the shopping basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. Each of these shipping options will have a recommended time frame for delivery displayed. You can then decide whether to proceed and complete the purchase.
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Price
All prices shopping cart are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged.
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Privacy Policy
We will not sell, share, or rent this information to others. This site collects information from our users at several different points on our website.
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Security
This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.
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I have a question on my charges.
Please contact My Mountain via the "contact us" page if you have any questions regarding your order.
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I need a copy of my receipt/invoice
If your invoice receipt has not been received, please contact My Mountain via the "contact us" page to have one sent directly to you.
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When will my credit card be charged?
Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.
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Mountain Privacy Policy
By visiting mymountain.com.au you agree to accept the practices described in this Privacy Policy.
Our Web site protects the security of personal information you transmit to us by using Secure Sockets Layer (SSL) software, which encrypts information you input. We do not reveal your credit card number when we confirm your order. In order to protect against unauthorized access to your account you should sign off when you finish visiting
My Mountain does not store any credit card details.
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Personal Information Collected By My Mountain:
My Mountain uses information that we collect from our visitors to personalize and improve your visit at mymountain.com.au We gather the following types of information:
Information you give us: My Mountain collects any information which you enter on our Web site. This information is normally provided when you search, buy, participate in an on-line survey, or when you communicate with any of our departments such as customer service, sales or technical support through our Web site, telephone, mail or fax. You also provide information when you establish an account with us. Examples of the type of information you may supply us with include your name, address, telephone number, credit card information and e-mail addresses.
Automatic Information collected by us: Whenever you visit our Web site we collect and store information such as "cookies" which remember information about a visitor from one page to the next and from one visit to the next. We collect and analyze the IP address used to connect your computer to the Internet; login; password; computer and connection information such as your browser type and version; operating system and platform; purchase history; confirmation when you open e-mail that we send you; the URLs which lead you to and around our Web site including the date and time; the pages and or products you viewed or searched for and the phone number used to call our voice telephone numbers. Your browser allows you to reject cookies and software is available from third parties which will allow you to visit our Web site without providing this information. You are welcomed at our Web site if you use this software but we will not be able to offer you our personalized services.
Orders: If you place an order we use a secure order form which requires you to provide contact, billing, and financial information. This information is transmitted to your credit card company to authorize your purchase.
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Sharing of Information with third-parties:
Affiliated Businesses: We may share any information that you supply to us with any affiliated business that is substantially controlled by My Mountain. Any information that is shared this way will be subject to this Privacy Notice.
Independent Contractors: We may employ other companies or individuals to provide certain services to us such as sending e-mail, analyzing customer lists and data, providing marketing assistance, or consulting services. These third parties will have access to the information needed to perform their functions but cannot use that information for any other purpose.
Credit card companies and shippers: When you buy something from us we send your credit card information, name, billing address and the amount of your purchase to your credit card company to verify and authorize the purchase. Your name, telephone number and shipping information must be provided to third party shippers such as UPS, Federal Express and the United States Postal Service to deliver your purchase.
Link to Third Party Site: Our Web site contains links to third party sites, such as our vendors. My Mountain is not responsible or liable for the privacy practices or content found on these sites. We suggest that you check the Privacy Notice of each site you visit.
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Shipping Policy
Our shipping policy is pretty simple. $12 per order flat rate charge within Australia. Bikes included !
We will use either registered Australia Post or a courier company. In both cases your purchase will be tracked and require a signature on receipt of goods. And of course all of our parcels are insured in the unlikely event something goes wrong.
We will ship parts & accessories within 24 Hrs of receiving the order and will ship bikes in 5-10 days from receipt of order depending on our bike build schedule.
For international customers, drop us an email to let us know where you are and we will work out the exact shipping costs for you quick smart.
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We understand that buying online can be filled with uncertainty. That’s why My Mountain provides you with a “No-Hassle” 30 day satisfaction guarantee. If you find that you are not completely satisfied with your purchase, give us a call or drop us an email. We will set up a return, and you are entitled to a full refund of the original purchase price of the returned items minus the shipping charges. Make your return within 30 days of the date on your invoice. Please keep the product in its original unused/ uninstalled condition.
This does not apply to custom bikes that have been assembled at My Mountain. These sales are final and are covered by standard manufacture warranties.
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Please email or call us on 03 9380 1571 for an RMA (Return Number). Let us know the My Mountain Order Number and reason for return. You will find your order number on your invoice copy.
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You are responsible for return shipping charges. My Mountain also cannot be held responsible for any items lost or damaged in shipping.
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Please allow the usual banking time for refunds to appear on your credit card statement. Often this will be one month. My Mountain does not accept COD’s on returns.
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If you paid by Credit Card, credit will be applied to the card used to place the original order. Please check the date on the credit card originally used. If the card is expired, the credit will not process.
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If you are sizing shoes or clothing, please don’t wear on a ride. Try them on in the comfort of your home. Please don’t bolt cleats on the shoes if you are thinking of returning. Shoes or Clothing that have been worn or used cannot be returned to My Mountain.
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My order was damaged in shipment.
All items that are shipped out from My Mountain are in new and unused condition. If a package is delivered to you in damaged condition, you have the option of refusing delivery of a package with obvious damage. If you do receive a damaged package, please call My Mountain immediately on 03 938 1571. We will contact the Delivery Company and file a damage claim. My Mountain will arrange for the Delivery Company to pick up the damaged package. Do not take the item for a ride. Do save all boxes and packing material for inspection by the freight carrier. Once a damage claim is made and accepted with the carrier, a claim number is generated. At that time My Mountain will work on re-processing the order for the lost or damaged items.
Please call us when you need assistance in resolving a damage claim. We want this to be as painless as possible. Unfortunately these situation do occur from time to time, so let us sort it out for you.
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You sent me the wrong item!
Please call us immediately regarding any mistakes on your order. We need to hear about problems within seven days of order receipt. It also helps us to maintain accurate inventory for all our customers.
Our Mistake
You gave us a correct part number and we made a mistake:
If an item is missing, make sure and finish checking your order before calling. Inspect packing materials carefully for smaller items. It is easy for small items to get wrapped up in the packing material.
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Let us know which item(s) you received incorrectly or were missing. We will go over the situation with you.
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We will find the simplest, fastest way to resolve our mistake. We will reimburse return ground freight on any mis-shipped items the fault of My Mountain. We want this to be corrected as simply as possible.
Your Mistake
You placed your order, or gave us on the phone, an incorrect part number(s), or perhaps you just decided it wasn’t what you wanted:
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Call us up. Let us know the Order number and My Mountain part number(s) in question.
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My Mountain will issue an return number. Return the product using your choice of carrier; we recommend a carrier that offers tracking and insurance.
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Please be aware that we cannot be responsible for returned parts until there is a My Mountain confirmation signature with the carrier.
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Parts must be in original packaging. No returns on parts that have been installed. Please do not use display boxes as shipping cartons.
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We will issue credit for the item(s) being returned. We do not refund the original shipping charges.
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You are responsible for paying return freight on returns that are not the fault of My Mountain.
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Customer Testimonials / Complaints
We love to hear from our customers. Happy and unhappy. If you feel that we have not met your expectations please let us know and if possible give us the chance to turn this around. We do try our best to offer a great service however sometimes things just go wrong. In every case we will move mountains to correct any poor experience or service you may have received, just let us know.
If you have had a great experience with My Mountain we would also love to hear from you. In fact if you send us a testimonial that we can use on our website we will give you 10% off your next order. Money for jam! Just send your testimonial to mark@mymountain.com.au and don't forget to include your name and home town.
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